The first thing to note is that each Akixi report is designed with a very specific purpose, they are not just different ways of showing the same data. As such, you need to be clear on what exactly you are looking to show before you decide which report to use. In this article we will provide a brief overview of the most frequently used reports, to help you decide.
Please note that all our reports are fully customizable and can each be used in different ways. The descriptions below are just a guide to show you the original purpose of each report.
Wallboard:
The Wallboard report will give you an overview of everything that is happening. e.g. how many calls waiting, how many have been answered/abandoned, and your current service level. It's designed to give you an at-a-glance view of how busy you are.
Extension/Device Report:
The purpose of this report is to show you how your users are performing. e.g. how many calls they have answered/missed, and how much time they have spent on the phone. Note that this will only show calls that were actually offered to an extension. If a call comes in to a group but no one is available, and the caller hangs up, the call will not be shown on this report. into
Call Center Agent Report:
This report shows you how your call center agents are performing. e.g. how many calls they have made/received, how long they have been on duty, and whether or not they are currently available to answer calls. Note that this will only show calls that were actually offered to an agent. If a call comes in to a group but no one is available, and the caller hangs up, the call will not be shown on this report. into
Unreturned Lost Calls Report:
The purpose of this report is to show you calls that were missed, and whether or not an agent has called that caller back. Any missed calls will appear in red on this report. Once a call is returned, it will go green and remain on the report for a minimum of 15 minutes. After that time it will be marked for deletion. The next time a missed call is added to the report, the calls that are marked for deletion will be removed. A call is deemed as returned if an agent rings the caller back and the call is answered, or if the caller rings in again and that call is answered.
Group/Queue Report:
This report shows how many calls each group has received/answered/missed. It will not show calls that were never presented to a group, e.g. calls made directly to an agent's DDI.
Calls By Day:
This will show you how many calls were received/made each day, over a selected period. It can be used, for example, to show which are your busiest days of the week.
Contact Items By ½ Hour Interval:
This report lets you see how many calls you made/received every half hour, for the selected period. It can be used, for example, to show which are your busiest periods during the day.
Historic Call Log:
The Historic Call Log will show you full details of all the calls made and received, so it can be used to troubleshoot any issues. Each line represents a single call segment: each time a call moves within the phone system (e.g. from a hunt group to voicemail), a new call segment is created. Note: the call segment details are added to the report as soon as the segment ends. This means that the segments for a single call may not always be grouped. If you left-click on a segment a window will open up showing you the details of that segment, you can click on the 'Next' button at the bottom of that window to view further segments of that call.
